Workflow Settings Overview

What Are Workflow Settings?

Workflow Settings are the central controls that govern the overall behavior of an individual workflow. Instead of adjusting rules for each action separately, these settings apply universally across the entire workflow, managing how contacts are handled, when communications are sent, and how responses are processed. They ensure your automation operates smoothly and effectively from start to finish.

Key Benefits of Configuring Workflow Settings

Configuring your workflow settings properly is essential for creating efficient and respectful automations. These options help align the workflow with your business processes and enhance the experience for your contacts.

• Control Contact Flow: Manage whether contacts can re-enter a workflow, avoiding duplicate messaging.
• Personalize Timing: Schedule messages based on each contact's local timezone for better engagement.
• Set Business Hours: Restrict communications to specific hours and days to respect your contacts' time and improve response rates.
• Automate Conversation Management: Halt automated sequences when a contact responds, allowing your team to take over the conversation seamlessly.
• Maintain Brand Consistency: Set default sender details for all communications within the workflow to uphold a professional and consistent brand voice.

How to Access Workflow Settings

Accessing and adjusting your workflow settings is simple and centralized within the workflow builder.

1. Go to the Automation section in your dashboard.
2. Open an existing workflow or create a new one.
3. Click on the Settings tab at the top of the workflow builder page.

Contact Settings

This group of settings manages how contacts and their associated data, such as opportunities, are handled within the workflow. These rules define entry conditions, re-entry permissions, and removal triggers.

Allow Re-entry

This toggle controls whether a contact can enter the workflow more than once.

• Enabled (blue): A contact can re-enter the workflow after completing it or being manually removed. Ideal for recurring processes like reminders or follow-ups. A contact cannot re-enter while still active in the workflow.
• Disabled (gray): A contact can only enter and complete the workflow once.

Important Exception: Workflows triggered by appointments or invoices always allow multiple entries per appointment or invoice, regardless of this setting, ensuring each new event triggers the automation.

Allow Multiple Opportunities

This toggle is crucial for workflows triggered by opportunity-based actions, such as pipeline stage changes.

• Enabled (blue): A contact with multiple opportunities enters the workflow separately for each opportunity, enabling unique automation sequences per deal.
• Disabled (gray): The contact enters the workflow only for the first qualifying opportunity.

Default Behavior: New workflows have this enabled by default, while older workflows may have it disabled. If an opportunity is updated while active in the workflow, the workflow continues with the updated information without restarting.

Stop on Response

This checkbox automatically removes a contact from the workflow when they engage in a conversation, preventing automated messages after a reply when a human response is expected.

• Enabled (blue): The workflow ends for a contact if they respond to any message from this workflow, across all communication channels.
• Disabled (gray): The contact remains in the workflow until it concludes.

How Stop on Response Works with the Call Action

By default, the system uses voicemail detection to distinguish between a person answering and a machine, preventing voicemails from triggering Stop on Response. This adds a slight delay to call connections. Within a Call action, an advanced setting to Disable Voicemail Detect removes the delay but treats voicemails as responses, stopping the workflow. In such cases, setting a short call timeout (under 20 seconds) can avoid voicemails. Note that only the contact's response (or voicemail) affects Stop on Response; the business's actions in the call are irrelevant.